Last updated: 14 October 2026
wilzo (“wilzo”, “we”, “us”), is committed to resolving your concerns fairly and quickly. This page explains how to raise a complaint, what to expect, and how to escalate it. It is published under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000.
1. How to Raise a Complaint
There are two levels. Most issues are resolved at Level 1.
- Level 1: Support. In the Wilzo app, open Support and raise a request against the order or ride, or email support@wilzo.in or WhatsApp +91 78999 80332. Support hours are Monday to Friday 9:00 AM to 6:00 PM and Saturday and Sunday 10:00 AM to 2:00 PM, and we reply within 2 hours during those hours. Include your order number and, for damaged or wrong items, a photo.
- Level 2: Grievance Officer. If Support has not resolved your complaint, or you are not satisfied with the outcome, contact our Grievance Officer using the details in Section 4. Quote your support request number if you have one.
2. What a Complaint Can Be About
| Area | Examples |
|---|---|
| Orders and delivery | Late or missed delivery, delivery partner conduct |
| Items and food | Damaged, wrong, missing or expired items; spoiled or wrong food |
| Auto rides | Overcharging, driver conduct, safety |
| Payments and refunds | Wrong amount charged, refund status |
| Account and data | Signing in, your personal data and privacy |
| Shops, kitchens and partners | Concerns about a business or partner on the Platform |
3. What to Include
- your name and registered mobile number;
- the order or ride number, if the complaint is about one;
- what went wrong and what you would like us to do; and
- any photos or screenshots that help.
4. Grievance Officer
Under the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer:
Prashanth M
Grievance Officer, wilzo
Phone: +91 87621 26989
Email: support@wilzo.in (write “Grievance” in the subject line)
Address: Hunsur, Mysuru District, Karnataka 571105
5. Our Commitment and Timelines
| Stage | What we do | When |
|---|---|---|
| Acknowledgement | Confirm we have your complaint and give you a reference number | Within 48 hours |
| Resolution | Look into your complaint and resolve it | Within 30 days |
If we need more information from you, the clock pauses until we receive it.
6. Beware of Fraud
- For an order, the only payment we ask for is the amount shown in the app, paid at the door in cash or by UPI into wilzo’s own bank account as shown in the app. Never pay into a delivery partner’s personal UPI ID, wallet or QR code.
- For an auto ride, you pay the fare to the driver at the end of the ride. The fare the app shows before you book is an estimate based on distance.
- Be wary of “customer care” numbers found on search engines or social media. If in doubt, contact us through the app.
7. Your Complaint Is With wilzo
You raise every complaint about the Platform with wilzo, whoever sold or provided the service. For groceries wilzo is the seller; for food, we take your complaint up with the kitchen; for rides, with the driver. You never need to chase them yourself. Nothing on this page limits your rights under the law, including your right to approach a consumer commission.
For a complaint about your personal data that we have not resolved to your satisfaction, you may also approach the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.
8. Contact Us
Support and the Grievance Officer can be reached here:
wilzo
Principal place of business: Hunsur, Mysuru District, Karnataka 571105
Email: support@wilzo.in · WhatsApp: +91 78999 80332
Website: www.wilzo.in
Grievance Officer
Prashanth M
Phone: +91 87621 26989 · Email: support@wilzo.in (subject: Grievance)
Under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, we acknowledge every complaint within 48 hours and work to resolve it within 30 days. See our Grievance Redressal page.